AccountId: 011433970860
ContactId: bcd16bd4-52e0-4b61-a493-99181afc02e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148259 ms
Total Talk Time (AGENT): 56067 ms
Total Talk Time (CUSTOMER): 86332 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/bcd16bd4-52e0-4b61-a493-99181afc02e6_20250211T14:46_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] from Leha Valley Hematology oncology. Just calling regarding a patient who has presented um a card, and I just wanna verify if it's active and what kind of insurance it is.
[AGENT][NEUTRAL] I can verify that for you, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure, it's 02573500.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you, may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, uh [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This policy is effective [PII] and it is active. This would be her secondary or gap plan. It will pick up her co-pays, her co-insurance, and or deductibles up to the benefit amount.
[CUSTOMER][NEUTRAL] OK, alright, and um.
[CUSTOMER][NEUTRAL] I see we did um let me just double check this something.
[CUSTOMER][NEUTRAL] Now we also had another ID number. Can you check if that is.
[CUSTOMER][NEUTRAL] Like a previous.
[CUSTOMER][NEUTRAL] Policy
[AGENT][NEUTRAL] Sure. May I have the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, 02145506.
[CUSTOMER][NEUTRAL] M as in Mary, L as in lamb, and 8.
[AGENT][NEUTRAL] Yes, that policy was from 12-1-2021 through [PII].
[CUSTOMER][POSITIVE] Oh, so that's an old one. OK, got it. Alright, so then this, this one here started in [PII]. All right, perfect.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, OK, uh, so it is active and it's secondary, um, I think that's all I needed.
[AGENT][POSITIVE] Well, [PII], thank, thank you for calling American Public Life. Have a great rest of your day.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][POSITIVE] All right thank thank you you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.